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ALL MATERIAL IN THIS DOCUMENT IS CONFIDENTIAL AND PROPRIETARY TO FINCA AFGHANISTAN AND
MAY NOT BE USED BY ANY (PARTY OR PERSON) FOR ANY REASON OTHER THAN TO SUBMIT AN
INFORMATIONAL RESPONSE TO FINCA AFGHANISTAN.
FINCA Afghanistan
Customer Relationship Management Software (CRM)
Request for Proposal
Feberuary 04, 2021
2
ALL MATERIAL IN THIS DOCUMENT IS CONFIDENTIAL AND PROPRIETARY TO FINCA AFGHANISTAN AND
MAY NOT BE USED BY ANY (PARTY OR PERSON) FOR ANY REASON OTHER THAN TO SUBMIT AN
INFORMATIONAL RESPONSE TO FINCA AFGHANISTAN.
Contents
1. Confidential and proprietary ................................................................................................. 3
1.1 Profile of FINCA ................................................................................................ 3
1.2 FINCA Afghanistan RFP ............................................................................................ 3
1.2.1. Products and Services ......................................................................................... 4
2. Background and scope ...................................................................................................... 4
2.1 RFP process schedule ................................................................................................. 5
3. Requirements overview .................................................................................................... 6
3.1 CRM business requirements ....................................................................................... 6
3.1.1 Products and services, and current operation needs............................................... 6
3.1.3 Reporting ........................................................................................................... 13
3.1.5 Financial Information ......................................................................................... 13
3.1.7 Languages.......................................................................................................... 13
3.1.8 Regulatory compliance ...................................................................................... 13
3.1.9 Data input requirements ..................................................................................... 13
3.2 Technical requirements ............................................................................................. 13
3.2.1 Hosting .............................................................................................................. 14
3.2.2 Database platform .............................................................................................. 14
3.2.3 Application delivery and environment ................................................................ 12
3.2.4 Channels ............................................................................................................ 12
3.2.5 Integration ......................................................................................................... 13
3.2.6 Information security and personal data protection .............................................. 13
3.2.7 Workflow capability .......................................................................................... 14
3.2.8 Printing .............................................................................................................. 14
3.2.9 Support .............................................................................................................. 14
4. Response terms and conditions ....................................................................................... 14
5. Contents of proposal ....................................................................................................... 15
5.1 Appendix A: Vendor’s response template ................................................................. 15
5.2 Appendix B: Business Requirements ........................................................................ 15
5.3 Appendix C: Total cost of ownership template .......................................................... 16
5.3.1 Software licenses and support fees ..................................................................... 16
5.3.2 Infrastructure costs ............................................................................................. 16
5.3.3 Implementation costs ......................................................................................... 16
5.4 Additional documentation ......................................................................................... 16
5.4.1 Team resumes .................................................................................................... 16
5.4.2 Project organizational chart ................................................................................ 16
5.4.3 Subcontracting ................................................................................................... 16
5.4.4 References ......................................................................................................... 16
6. Selection criteria ............................................................................................................. 17
6.1 Evaluation of responses ............................................................................................ 17
6.2 Vendor demonstrations and score validation ............................................................. 17
6.3 Reference checks ...................................................................................................... 17
6.4 Vendor selection ....................................................................................................... 18
7. Communication and Q&A protocol ................................................................................ 20
7.1 Vendor introduction calls .......................................................................................... 20
7.2 Written inquiries ....................................................................................................... 20
7.3 Vendor demonstrations ............................................................................................. 20
8. Next Steps ...................................................................................................................... 20
3
ALL MATERIAL IN THIS DOCUMENT IS CONFIDENTIAL AND PROPRIETARY TO FINCA AFGHANISTAN AND
MAY NOT BE USED BY ANY (PARTY OR PERSON) FOR ANY REASON OTHER THAN TO SUBMIT AN
INFORMATIONAL RESPONSE TO FINCA AFGHANISTAN.
1. Confidential and proprietary
This Request for Proposal (“RFP”) has been prepared by FINCA Afghanistan (“FINCA” or
“we”) and is being given to you (“Vendor”) to provide you with an opportunity to participate
in CRM application (“Customer Relationship Management Software (CRM)” or “the system”)
selection process, in consideration of your agreement to treat it as confidential.
The information enclosed in this document is proprietary to FINCA. The release and use by you
in preparation of a response to the RFP do not convey any ownership to any party by FINCA’s
disclosure of this information.
By accepting this document, you agree that you will treat this information as confidential and
you will not use it for any other purpose than to prepare the requested response. This
information may not be disclosed to others without the express written consent of an authorized
representative of FINCA Afghanistan.
You will return this document, and all copies you have made of it, to FINCA upon FINCA’s
request or if you should decline to submit responses. You will also return any additional hard
copies of this document and delete any electronic copies.
1.1 Profile of FINCA Afghanistan
FINCA Afghanistan is a incorporated and operating since 2003 under Laws of Afghanistan with
License number # I -11006 from Ministry of Commerce and Industries and having its head
office at _ House # 21, Main street, Shaheed Square, Shahr-e-Naw, PD10 Kabul, Afghanistan
and has 20 branches and 3 market offices, established in rural and urban areas of the country
(primarily in the Central Regions, North, and the West).
The institution disbursed its first loans in Herat province through the group lending model. In
2007, FINCA Afghanistan opened its first branch in Kabul. It disbursed its first individual loans
in 2011 and now offers a range of individual loan products while continuing to serve credit
groups.
1.2 FINCA Afghanistan RFP
Through this RFP, FINCA Afghanistan is looking for a system that is directly involved in the
FINCA Afghanistan’s business.
Purpose of this RFP: FINCA Afghanitan is seeking a new CRM application system to
implement in our subsidiary located in FINCA Afghanistan.
1.2.1 Products and Services
By offering loans to micro-entrepreneurs, FINCA Afghanistan provides its customers with a
sustainable way to build their business and ultimately improve the quality of life for themselves
and their families. FINCA Afghanistan Loan Products are as follows:
Products
Small and Medium Enterprise (SME)
Small Enterprise Loan (SEL)
Business Murabaha Agreement (BMA)
Emergency Credit Line (ECL)
Women Murabaha Group (WMG)
Agriculture and Livestock
Home Improvement Loan
Women SME & Staff loan
4
ALL MATERIAL IN THIS DOCUMENT IS CONFIDENTIAL AND PROPRIETARY TO FINCA AFGHANISTAN AND
MAY NOT BE USED BY ANY (PARTY OR PERSON) FOR ANY REASON OTHER THAN TO SUBMIT AN
INFORMATIONAL RESPONSE TO FINCA AFGHANISTAN.
2. Background and scope
FINCA Afghanistan intends to install and implement Customer Relationship Management
Software (“CRM”). The vendor should give as much information as possible about their
capability to design, plan, install, implement & sustain a Customer Relationship Management
(CRM) Solution and manage the process from end to end using structured methodologies and
skilled personnel including after sale service.
We look forward to select the CRM application that will fulfill our current needs as
Microfinance and deposit microfinance institutions (MFI and DMFI), providing loan services.
In addition, we would like to have greater efficiency in operations by enabling rapid deployment
of new features and innovations and proper reporting to respective authorities (regulatory, tax,
AML, FINCA’s HQ).
The supplier shall provide pricing based on the following deployement options
I. On Premise;
II. Cloud; subject to regulatory approval.
III. Hybrid (On Premise & Cloud)
With this RFP we request:
• Information about your company, products and services pertaining to the requirements
outlined in APPENDIX A & APPENDIX B.
• Commercial proposal to FINCA on licensing, implementation and support of
recommended CRM application.
• Information about other clients, work history, top contracts with other clients, company
leadership & Hierarchy, Case studies (if any)
We welcome your response and look forward to hearing about how your organization can
support our business as we embark on this important strategic journey.
2.1 RFP process schedule
The following is the expected timetable for distribution and submission of RFP responses.
Event Date
RFP announcement in websites Feberuary 04, 2021
Vendor questions due date Feberuary 12, 2021
RFP Responses due date Feberuary 18, 2021
Confirmation of vendors / systems selected for demo Feberuary 27, 2021
Vendor demo sessions Feberuary 28, 2021
Evaluation of proposals and demos March 05, 2021
Selection and approvals March 10, 2021
FINCA reserves a right to modify above mentioned planned activities as well as proposed
timeframes at any time.
All responses to the RFP are due by 4:00 PM, Kabul Times on Feberuary 18, 2021. The
preferred method of submission is via email.
FINCA has no obligation to disclose Vendors’ identities to other Vendors.
5
ALL MATERIAL IN THIS DOCUMENT IS CONFIDENTIAL AND PROPRIETARY TO FINCA AFGHANISTAN AND
MAY NOT BE USED BY ANY (PARTY OR PERSON) FOR ANY REASON OTHER THAN TO SUBMIT AN
INFORMATIONAL RESPONSE TO FINCA AFGHANISTAN.
3. Requirements overview
The following section contains an overview of business requirements that FINCA expect from
the CRM solution.
3.1 CRM business requirements
FINCA Afghanistan is a unique organization that is complex because it requires the
establishment of CRM for operating in a highly capable into an efficient and effective platform.
FINCA requires a CRM application with features that are functional and flexible that will allow
FINCA Afghanistan to provide customer relationship management services to customers.
The required CRM application should allow FINCA Afghanistan to comply with country-
specific regulations.
CRM application should have the ability to integrate with external systems, including interfaces
provided by FINCA Afghanistan.
Below are some business requirements of FINCA Afghanistan and detiled are mentioned in
operational needs section.
Customer contact management
Integrated with social media and CBS for data capturing
Identification of Digital leads from system
Customer interaction tracking management
Lead management through social media Applications
Email integration for call center agents/supervisors
Document management
Pipeline management
Workfolow automation
Reporting and analytics
Agents KPIs and performance management
Real time dashboard
Call management
Forcasting
Marketing automation and email marketing
Other requirments are mentioned below in marketing and operational section.
6
ALL MATERIAL IN THIS DOCUMENT IS CONFIDENTIAL AND PROPRIETARY TO FINCA AFGHANISTAN AND
MAY NOT BE USED BY ANY (PARTY OR PERSON) FOR ANY REASON OTHER THAN TO SUBMIT AN
INFORMATIONAL RESPONSE TO FINCA AFGHANISTAN.
3.1.1 Products and services
A candidate CRM application must contain robust functionality to support current operational
needs, as well as processes and activities planned in the foreseeable future.
3.1.1.1 Current operational & Marketing needs
The list of functionalities of the Software that you are providing, should cover below areas.
7
ALL MATERIAL IN THIS DOCUMENT IS CONFIDENTIAL AND PROPRIETARY TO FINCA AFGHANISTAN AND
MAY NOT BE USED BY ANY (PARTY OR PERSON) FOR ANY REASON OTHER THAN TO SUBMIT AN
INFORMATIONAL RESPONSE TO FINCA AFGHANISTAN.
User Management: Report Generation: Tracking:
User Limit / Unlimited Live dashboard Record: Attended Calls
User Roles Total Calls Dailed Record: Missed Calls
User Rights Total Calls Attended Record: Unattended Calls
User Setup for Agent Total Calls Rejected Record: Off-numbers
User Setup for Supervisor Total Calls Not Responded Record: Wrong-numbers
Total Wrong Numbers Record: Client Feedback
Product Management: Total Off Numbers Track: Messages
Product Setup Total Calls Unreached Track: Daily Repayment
Survey Agent-wise KPI Summary Track: Channel of Disbursement (facebook)
Collection Agent-wise KPI Detail Track: Channel of Collection (CC, branch)
Recovery Report Since Inception Track: Channel of Recovery (branch, CC)
Sales Top up Branch-wise KPI Report
Sales Repeat Region-wise KPI Report Reminder:
Sales Lead Popup: Next Follow Up
Tracing Integration: Popup: Payment Due Date
Facebook Popup: 5 Days before Due Date
KPI Management: (Target vs actual) WhatsApp
Sales: All Information of Client CBS Audit/Risk Option:
Recovery: All Information of Client Manual Upload Options for Audit Purposes
Collection: All Information of Client Manual Import/Export
Lead Generation
Tracing Reconciliation: Remote working option
Transaction vs. Collection List Web browsing by person phon/CPU
Call Management: Actual Disbursement vs. ASAN List Dynamic number show
In-bound Actual Recovery vs. Write-off List Application install
Out-bound Off line working
Single SIM Online working if online how much internet is required
Multi-SIM
Auto-dail
Call coaching
Call barging
IVR Connectivity
Auto Call Record
Conference call
Transfer call
User log in hour control
User active/ in active option
User call time limitation option
User control for receiving and
disconnecting incoming calls
CRM Functional Specification by Operation
8
ALL MATERIAL IN THIS DOCUMENT IS CONFIDENTIAL AND PROPRIETARY TO FINCA AFGHANISTAN AND
MAY NOT BE USED BY ANY (PARTY OR PERSON) FOR ANY REASON OTHER THAN TO SUBMIT AN
INFORMATIONAL RESPONSE TO FINCA AFGHANISTAN.
Write Vs. Recovery list Officer wise target Vs Recovery Branch wise Fraud Vs
RecoveryOfficer wise Transfer
No of Calls Target No. of clients Type of Loan Submit by
Successful calls Target Amount Record of status Received by
No of recovered Editable both Targets Date of fraud update No of clients
Amount of Recovered
Option for multipal target for each
officer Fraud by Write off amount
Principal Date of Fruad Transfer date
Mark up Fraud Vs Recovery Bench mark for officer
Recovered by
Paid by
Date of visit
Collection date
Write off date
Reason of write off
Type of write off
Branch-wise wite off Vs ReocoveryOfficer wise write off Vs
Recovery details
Branch wise litigation Vs
Recovery
No of write off recovery
Amount of Write off Vs
Reocovery Registered Amount
Amout of write off recovery
No of Client write off Vs
Recovery No of client registered
Recovery by Product Business type legal status
Recovery by department Product Police
Application details
Rights department of
MOJ
business Add
Attorney General
Office
Phone number Primary Court
loan amount Secondary court
Write off date Supreme Court
Total remaining balance principle
and mark up penalty Recovered amount
No. of paid months
Resolved without
registration
Requirements of Collection/Recovery Department
9
ALL MATERIAL IN THIS DOCUMENT IS CONFIDENTIAL AND PROPRIETARY TO FINCA AFGHANISTAN AND
MAY NOT BE USED BY ANY (PARTY OR PERSON) FOR ANY REASON OTHER THAN TO SUBMIT AN
INFORMATIONAL RESPONSE TO FINCA AFGHANISTAN.
1. CRM must have an audit trail of activities – User
should be able to track the performed activities in
CRM
4. Monitoring Reports for activities such as:
2. CRM must have a comprehensive complaint
handling process.a. Lead generation and their status.
3. Access to communication between agents and
customers for quality check and audit purposes.
b. Compliant registered with their status (process
time and resolution).
Additionally, System should have the capacity to
develop custom report for monitoring proposes.
Requirement Specification of Risk departement
Main Dashboard: Contact Management:
Check/Review Daily Activities Add/Edit/Delete Contact, Assign to agents
Check/Review/Assign/Del Activities Contact Information Management
Sub-Users Management, Activities, status update Contact process stages
Customized Reporting Panels Contact Listing and Reporting
360 view information of customers Contact Email/Messeging/Call Option
User Management: Survey Management:
User Management Develop Automatic Survey Forms & entry of Outcomes
Add/Edit/Delete User Generate Report for Survey Contact/Lead Modules
User Access/Role Management Generate Survey Report
Generate Analytics Report (Chart/Figures)
Activities Tracker and Reminder:
Add/Edit/Delete Activities
Assign/Edit/Remind Activities
Alert/Remind (Call/SMS) about pending activities
Generate Report of Activities (Todo
list/Completed/Pending)
CRM Functional Specification by Marketing and Product
Development Department
10
ALL MATERIAL IN THIS DOCUMENT IS CONFIDENTIAL AND PROPRIETARY TO FINCA AFGHANISTAN AND
MAY NOT BE USED BY ANY (PARTY OR PERSON) FOR ANY REASON OTHER THAN TO SUBMIT AN
INFORMATIONAL RESPONSE TO FINCA AFGHANISTAN.
Lead Management: Product Management:
Lead capture (where are the leads coming from?
Social Media, DFA, Tablet lending, Website,
Google or any other) Product Setup
Lead tracking (what is their journey) assign them to
related person, know their status Product Stage Management
Lead qualificiation (along) their journey, the system
should show priortization of leads and we can
provide scores to leads. Product Milestone Reporting
Lead distribution (who takes the leads? Call
center? Branch?) Product Log Management
lead nurturing (not all leads go in a straight line and
convert) Highlight them so I can identify marketing
strategies for them.
Can Add/Edit/Delete Lead manually as well Option to add/Assign Project Tasks
Show Lead Status Monitor Project Activities KPI
Identify Lead stages/process, catagories them
based on process Option to Check/Review Progress
Systematic Lead Conversation process Detailed Summary of Project+Costing
Lead Reporting Sales Management:
Integration with
Facebook/Twitter/Instagram/Linkedin/WhatsApp/F
inca Website/ Google Analytics, Ads/youtube and
other digital platforms Sales(Converted Leads)
Daily Sales Updates
Ability to identify MQL (Marketing Qualified
Leads) & TQL (Total Qualified Leads) SQL
(Sales Qualified Leads) from MIS System, Website
and Social Media Sales Feedback
Identify CPL (Cost per Lead), CPA (Cost per
Acquisition) & Benchmarking of CPL and CPA. Retention and Referral Option (unsuccessful sales)
Identify LTV (Customer Lifetime value) Set Sales Target (Leads to Sales)
Determination of Offline leads. Sales Staging and Follow ups Option
The ability to identify the conversion optimization Sales Report Generation
Automatic Recordings of Traffics, leads from
digital platforms and website and preparation of its
reports to call center team. After recordings, the
software should be able to identify the converted
customers from those leads. It should have the
ability to match the customers and leads and
identify the prospective converted customers from
leads. Notifications sender to customers
Identify the leads from Google analytics (google
ads) and integration of system with google analytics
(Ads).
Complete Lead Analytics and Management
11
ALL MATERIAL IN THIS DOCUMENT IS CONFIDENTIAL AND PROPRIETARY TO FINCA AFGHANISTAN AND
MAY NOT BE USED BY ANY (PARTY OR PERSON) FOR ANY REASON OTHER THAN TO SUBMIT AN
INFORMATIONAL RESPONSE TO FINCA AFGHANISTAN.
Other Additional Requirments (Technological)
Workflow automation.
User Management.
Access and rights Management.
User activities log.
Contact Management.
Reports and Dashboards.
Real-time data functionality.
Mobile CRM.
built-in social media monitoring features.
Adaptable to changes and customization.
Notifications system.
track agent activity and performance.
Live chat functionally
API to be integrate with third party application.
Backup and sync data with cloud backup storage services.
Infrastructure requirements for both on-premise and cloude solutions including disaster recovery and UAT environment.
3.1.3 Reporting
The CRM application should have robust ad hoc reporting capabilities that are intuitive to a
typical end user with a minimal amount of training. The system should also have built-in
reporting capabilities that can extend to other systems and databases for more extensive
Business Intelligence (“BI”) technologies, such as data mining, process mining and online
analytical processing.
The reporting features shall include:
• Regular reports required by the Institution for MIS/control purposes
• Detailed audit trail
• All the reports shall have the capability to be generated in Microsoft Excel (mandatory),
TXT format or PDF, at least
• Marketing leads reports and other specification reports mentioned in marketing
specification section
The CRM application solution must contain robust reporting capabilities, including the ability
to leverage thorough “out-of-the-box” reporting capabilities, but also the option to perform ad
hoc reporting. End-users must have the ability to define basic parameters for which they would
like to observe the data presented (e.g., date ranges).
3.1.4 Financial Information
1. daily reconciliation reporting (collected vs. expected)
2. currencies: AFA
3. Entities: commercial banks, microfinance banks, microfinance institutes, MNOs
4. Calenders: 01 January – 31 December (user should be able to mark holidays)
3.1.5 Languages
English
12
ALL MATERIAL IN THIS DOCUMENT IS CONFIDENTIAL AND PROPRIETARY TO FINCA AFGHANISTAN AND
MAY NOT BE USED BY ANY (PARTY OR PERSON) FOR ANY REASON OTHER THAN TO SUBMIT AN
INFORMATIONAL RESPONSE TO FINCA AFGHANISTAN.
3.1.6 Regulatory compliance
The service provider is obliged to investigate the legality of its works and the system based
Intellectual Property Law and based on Da Afghanistan Bank Law, Banking Law, AML,
CFTL, and any other laws and regulations of Afghanistan. If this investigation is not done,
and consequently it will be considered illegal by the government, all the costs will be born by
the vendor.
3.1.7 Data input requirements
In addition to transaction entry through the User Interface, it is very important for CRM
application to support a variety of transition input methods, such as:
• Batch uploads
• Online interfaces, allowing real-time data exchange with external sources (APIs,
Messaging, Core Banking System, and etc.)
Also, provide alerting mechanism when static data has been changed on the system.
3.2 Technical requirements
While FINCA is flexible and willing to consider a wide range of proposed solutions, a few
technical requirements have been identified as mandatory specifications to ensure compatibility
with our existing operations and IT infrastructure, as well as our existing strategic investments
in technology. The following sections will discuss these areas in detail.
3.2.1 Hosting
FINCA requires flexible deployment architecture for CRM application that can accommodate
the connectivity infrastructure within Afghanistan. Alternative deployment models (in-premise
and / or cloud based, according to the local regulation requirements) should be available to
ensure stable performance and operability of CRM application within the constraints of the
connectivity infrastructure in the head office of the subsidiary and any branch locations.
3.2.2 Database platform
At FINCA Afghanistan, we prefer a database platform that will allow seamless and direct
linkage to our other major IT systems.
FINCA Afghanistan’s existing skillsets and capabilities mainly consist of experience with
Microsoft SQL Server and Oracle database languages.
3.2.3 Application delivery and environment
FINCA Afghanistan would like to explore various deployment methods for the CRM
application. These methods include both a Web-based user interface, which must also be
“browser agnostic.” Alternatively, if the user interface is accessed through a “thick client,” then
this application must be certified to run seamlessly using industry-standard thin-client
application delivery methods (e.g., Citrix and Thin App). Please provide an explanation about
your solutions capabilities for application delivery based on FINCA Afghanistan’s
requirements.
3.2.4 Channels
To enable the Finance and Microfinance institutions to provide comprehensive and competitive
services through Alternate Delivery Channels, the Vendor should provide either itself or
through tie-up with other service providers.
The required service delivery channels include, but are not limited to:
• Integration of CRM with existing CBS applications
13
ALL MATERIAL IN THIS DOCUMENT IS CONFIDENTIAL AND PROPRIETARY TO FINCA AFGHANISTAN AND
MAY NOT BE USED BY ANY (PARTY OR PERSON) FOR ANY REASON OTHER THAN TO SUBMIT AN
INFORMATIONAL RESPONSE TO FINCA AFGHANISTAN.
• Integration with third party application such as facebook, twitter, WhatsApp, FINCA
Website, and Instragram.
The above services should be an end to end service from origination to completion with
appropriate interfaces and safety features, having as the minimum requirements: encryption,
fraud detection etc. built-in, where warranted or mandatory. The solution should also have
automated reconciliation, reports / MIS generation capabilities.
Include any additional information that the vendor should know as a restriction or requirement
about some of the listed services.
3.2.5 Integration
The CRM application must integrate with various other strategic applications already in place
at FINCA Afghanistan and at the end of the project, they should be running. These high-value
business integrations shall include:
• Integration with;
1. Loan Tracking System (CBS through middleware)
2. In case FINCA change its CBS, CRM vendor has to integrate with new CBS within this
proposal.
3. Website, google and other social media platforms indicated in marketing specification
section
If the CRM includes those other systems as sub-modules, should be desirable, but not
mandatory.
3.2.6 Information security
The CRM System must comply with FINCA International's Global Information Security Policy
(based on best industry practices and international security standards).
The system should be delivered in a secure configuration, with changes required to comply with
applicable guidance from FINCA’s Global Information Security policy derived documents. In
all areas where compliance is not possible, or where it would materially impact fitness for
purpose, those areas should be identified, and the trade-off between security compliance and
functionality clearly explained.
Using Active Directory integration to manage user roles and accounts is strongly preferred. In
either case, each user must have a unique user ID and authentication credentials. All credentials
should be managed from a centralized console, either through Active Directory or the CRM
application console.
The CRM application implementation shall support the segregation of duties, with access
controls to prevent users from viewing data without explicit authorization (e.g. each user can
only view data within their own company, and consistent with their job function). Also, shall
provide the ability to query the audit log by type of access, date and stamp range, user
identification or terminal ID.
Maintain an audit logging capability to record access activity including:
• All login/logout attempts by user and workstation,
• User submitted transactions,
• Initiated processes,
• System override events, and
• Direct additions, changes or deletions to application-maintained data.
Include red flag reports and real time alerts for system users performing suspicious or unusual
transactions. Provide real time alerts for super-users or other sensitive users every time they log
in or they change their system password.
14
ALL MATERIAL IN THIS DOCUMENT IS CONFIDENTIAL AND PROPRIETARY TO FINCA AFGHANISTAN AND
MAY NOT BE USED BY ANY (PARTY OR PERSON) FOR ANY REASON OTHER THAN TO SUBMIT AN
INFORMATIONAL RESPONSE TO FINCA AFGHANISTAN.
3.2.6.1 Personal Data Protection
The CRM application shall protect customer data by encrypting or anonymizing of Personally
Identifiable Information. Encryption functions shall use current encryption and hashing
algorithms (such as AES256, SHA256 or stronger), eschewing deprecated algorithms (DES,
MD4, MD5 etc.).
Allow the system administrator to restrict access to sensitive data elements such as ID number
and banking information by named user, groups or users, or functional role.
Provide audit trails to trace transactions from their initial source through all stages of related
system processing. The initial source may be source documents, transactions originating from
other systems, or internal system-generated transactions.
3.2.7 Workflow capability
Business process automation is a core business driver and benefit anticipated through the
implementation of a CRM application. The CRM should have the capability to automate
business processes and provide greater assurance through the electronic documentation of key
process and control tasks. The CRM solution is expected to provide core workflow capabilities
for all key modules outlined in Section 3.1.1.
In other words, the vendor solution must provide an integrated workflow management
capability that is tracked and properly logged, including generated and routing internal forms,
reports and other financial documents for real-time approval or subsequent processing.
3.2.8 Printing
The users should be able to print the documents, reports, charts etc from CRM system directly.
3.2.9 Support
Support for the system must be available for list of timezones Kabul Times, 24x7, and available
in English (mandatory) and other required languages; N/A (value added).
Furthermore, the CRM solution provider is expected to have an excellent client service track
record, including ITIL best practices and SLA accomplishments.
4. Response terms and conditions
The following response terms and conditions have been defined to ensure the most fair and
efficient selection process as possible:
• The contents of this RFP are deemed confidential and are provided to you for purposes of
responding to this RFP. This information may not be disclosed to others without the express
written consent of an authorized representative of FINCA Afghanistan
• Information submitted in response to this RFP will become the property of FINCA
Afghanistan; FINCA Afghanistan will not pay for any information herein requested, and
FINCA Afghanistan shall not be liable for any costs incurred by any supplier.
• FINCA Afghanistan has no obligation to disclose bidders’ identities to other bidders.
• Any information contained in the Response that is proprietary or confidential must be
clearly designated. FINCA Afghanistan will reasonably maintain the confidentiality of
Vendor’s Confidential information if directly marked "Confidential Information"
• Prime contractor or other involved parties (if different than the software publishing
company) should be identified with appropriate contact names and phone numbers.
• FINCA Afghanistan will not reimburse any Vendor or respondent for any costs associated
with preparing a response to this RFP.
15
ALL MATERIAL IN THIS DOCUMENT IS CONFIDENTIAL AND PROPRIETARY TO FINCA AFGHANISTAN AND
MAY NOT BE USED BY ANY (PARTY OR PERSON) FOR ANY REASON OTHER THAN TO SUBMIT AN
INFORMATIONAL RESPONSE TO FINCA AFGHANISTAN.
• Attempts to communicate with the company outside of the process outlined in this RFP
could result in your company’s removal from the vendor selection process.
• Cooperating with and adhering to this time frame and process will be a factor in considering
your product as a potential solution.
5. Contents of proposal
Please submit your proposal utilizing the format detailed below within this section.
All responses are to be incorporated through pre-determined response templates annexed to this
document.
Please do not delete rows/columns within the response template in your proposal submission.
Please be sure to include in your response sufficiently detailed explanations of the current status
of requested business and technical requirements. Responses that lack details explaining the
functionality of your system will be viewed unfavorably.
If you feel an answer requires detailed information (reference to an attachment), please indicate
the reference to the additional information in respective section of the response template and
provide additional information as an attachment to the template.
5.1 Appendix A: Vendor’s response template
The template consists of five worksheets dedicated to company, product and partner companies.
Submit your responses in cells next to the question. Please, add columns for additional products
and companies as necessary.
• Company profile – complete sections related to company profile and major customers for
the completed projects. Provide information about your major customers (banks and
financial Institutions). In addition, please, indicate your customers located in the countries
of the above subsidiaries.
• Product Information – Provide information related to the proposed CRM application
capabilities against the requirements stated under Paragraph 3 of this document. Including:
current proposed version, functional capabilities, new and enhanced features, and your
product’s road map detailing future enhancements of your product, etc.
• Licensing and Support – provide information about licensing and support terms for all
products referred in “Product Information” worksheet.
• Technical, Implementation and consulting – provide technical proposal, information
about terms of consulting services for all products referred in “Product Information”
worksheet.
• Partner companies – list your partner companies, providing the listed types of services to
your products.
5.2 Appendix B: Business Requirements
The appendix document contains information regarding the detailed business requirements that
FINCA requires from a candidate CRM solution.
Submit your responses under the following columns of Functionality Requirements worksheet:
Column Instruction
Support Status
Indicate relevant support status for each requirement:
• Fully Supported
• Partially Supported
• Not supported; Can be customized
• Not supported; Cannot be customized
Functionality
Description Describe CRM functionality against the required features.
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ALL MATERIAL IN THIS DOCUMENT IS CONFIDENTIAL AND PROPRIETARY TO FINCA AFGHANISTAN AND
MAY NOT BE USED BY ANY (PARTY OR PERSON) FOR ANY REASON OTHER THAN TO SUBMIT AN
INFORMATIONAL RESPONSE TO FINCA AFGHANISTAN.
Column Instruction
Additional Comments Additional Comments (Optional)
5.3 Appendix C: Total cost of ownership template
5.3.1 Software licenses and support fees
Please provide a schedule of your proposed license and support fees associated with CRM
System and software required for its deployment – database, operating system, CRM and other
third-party applications.
5.3.2 Infrastructure costs
Please provide a detailed breakdown of one-time and recurring infrastructure costs, based on
recommended hardware sizing.
5.3.3 Implementation costs
Please provide a detailed breakdown of the costs anticipated during CRM implementation
phase.
• Consulting Services – indicate number of consultants engaged in implementation project,
providing estimated terms of engagement and associated rates; Estimate consultancy fees
related to each phase of overall implementation activity.
• Travel, accommodation, incidentals – provide estimated cost associated with onsite
presence of CRM consulting team (travel, accommodation, incidentals).
• Application development costs – costs related to development of customization and
localization changes essential for delivery of required functionality features (Appendix B:
Business Requirements).
• Implementation of third-party systems – costs associated with implementation of any
third-party system required for deployment of CRM (if applicable).
• Additional costs – Please describe any other commercial terms FINCA should be aware
of.
• Any recurring costs – such as AMC.
5.4 Additional documentation
5.4.1 Team resumes
Please provide resumes and professional certifications of the proposed team members.
Summarize the experience of the engagement team with respect to coordination and
responsibilities inherent in completing an integration of this scope and complexity.
5.4.2 Project organizational chart
Describe the engagement team organization, how the engagement will be coordinated, and how
this engagement management approach will contribute to the efficiency and cost effectiveness
of the project. Be sure to provide details on any offshore resources that will be used.
5.4.3 Subcontracting
Identify your firm’s approach to staffing portions of this engagement with subcontracted labor.
5.4.4 References
Provide a list of three to five references that may be contacted for each member of the
engagement team to allow for an independent view of their approach to client service.
17
ALL MATERIAL IN THIS DOCUMENT IS CONFIDENTIAL AND PROPRIETARY TO FINCA AFGHANISTAN AND
MAY NOT BE USED BY ANY (PARTY OR PERSON) FOR ANY REASON OTHER THAN TO SUBMIT AN
INFORMATIONAL RESPONSE TO FINCA AFGHANISTAN.
Describe what you believe are the key areas the selected engagement team will assist us in the
successful implementation of the CRM application. Also, provide examples of what your
engagement team members and your firm have provided to clients that display your
commitment to quality and client satisfaction.
6. Selection criteria
6.1 Evaluation of responses
The vendor and software product selection decision will be based upon the high-level criteria
detailed below. We reserve the right to add additional criteria and to determine weighting of
criteria for determining the final solution software and vendor. No vendor submitting
information based upon this RFP has a proprietary interest or automatic rights to selection,
regardless of past contractual/project history with FINCA.
Scoring criteria
Vendor experience and qualifications – demonstrated experience and qualifications to
assess the ability to deploy CRM successfully in commercial bank, and microfinance
institutions in an environment similar to FINCA’s (e.g., industry experience,
implementation methodology, ability to manage implementation risks, and mitigation
strategies).
Functionality features – ability of CRM to meet FINCA’s stated business requirements
and integrate into or enhance FINCA’s business processes. Additionally, fit with our
existing architecture and application landscape will be a key consideration.
Technology platform – upgradable and scalable technology platform that enables stable
performance and easy integration.
Ease of implementation, use and support – CRM solution’s perceived adaptability
amongst the end-user community within FINCA’s global organization (e.g., intuitive
user interface, ease of deployment, ease of ongoing maintenance, local support,
specifically in regional time zones and in FINCA’s official languages).
Total cost of ownership –Total cost of ownership (e.g., initial and ongoing software
license and maintenance costs, infrastructure acquisition costs, application development
costs, systems integration labor costs, and organizational training costs).
FINCA will analyze the responses from CRM vendors using a scoring methodology. Each
respondent will be evaluated based on the completeness of the requirement responses.
6.2 Vendor demonstrations and score validation
Selected vendors will be invited to demonstrate the capabilities of their product to decision
stakeholders in a structured setting that leverages FINCA-developed demonstration scenarios.
FINCA will evaluate CRM application vendors’ demonstrations to grade on the quality of
product, industry experience, ability to partner, ease of adoption, and demonstrated knowledge
of FINCA’s business (i.e., adherence to provided demonstration scripts). FINCA reserves the
right to add or modify the selection criteria at any time.
Demonstrations are scheduled to occur during February 28 -2021. For professional services
providers, we expect an oral presentation to occur. A date and place for this oral presentation
will be provided by the FINCA Afghanistan Project Management Office to the selected vendors.
6.3 Reference checks
FINCA requests the option to contact your existing customers to discuss CRM capabilities,
product satisfaction and implementation experiences.
18
ALL MATERIAL IN THIS DOCUMENT IS CONFIDENTIAL AND PROPRIETARY TO FINCA AFGHANISTAN AND
MAY NOT BE USED BY ANY (PARTY OR PERSON) FOR ANY REASON OTHER THAN TO SUBMIT AN
INFORMATIONAL RESPONSE TO FINCA AFGHANISTAN.
FINCA reserves the right to perform necessary background check and references and
qualifications checks as deemed necessary.
6.4 Vendor selection
The selected vendor will be identified solely by the judgment and discretion of FINCA. The
vendors will be evaluated based on how fully each demonstration and proposal meets the
requirements of this RFP.
7. Communication and Q&A protocol
We acknowledge that vendors might have questions regarding the RFP, as well as the
requirements outlined herein. To assist in helping you to become well equipped to respond
effectively to our needs, we are offering to make the FINCA Afgahnistan PMO available in the
following ways:
7.1 Vendor introduction calls
From February 28 –2021 the selected vendors will provide the demos according to our
requimrents.
7.2 Written inquiries
Until Feberuary 18, 2021 all candidate vendors may be able to submit written inquiries, which
will be answered within 5 working days from the date of submission.
7.3 Vendor demonstrations
During the period from February 28 - 2021 a vendor demonstration event will be held where
selected candidates will be provided with the opportunity to showcase their products and service
capabilities in the context of FINCA’s business requirements. The place will be informed to the
selected candidates.
The vendor demonstration requests will be delivered to selected vendors beofore Feberuary 15,
2021. The request will be delivered along with the demonstration agenda, which will provide
the “playbook” from which FINCA will ask vendors to conduct the demonstration.
Please note that adherence to the demonstration agenda will be extremely important as it will
allow the business to assess the CRM solution in the context of the business, but also will
demonstrate the vendor’s ability to partner with FINCA and listen to its needs.
8. Next Steps
As noted above, FINCA is beginning the process of selecting their CRM application. Completed
proposals must be submitted based on the date specified in the timetable provided under
paragraph 2.1 RFP process schedule.
FINCA reserves a right to modify above mentioned planned activities as well as proposed
timeframes at any time.
The RFP responses are due by Feberuary 18, 2021.
It is preferred that responses are submitted via email with completed appendices attached (A -
Vendor Response Template; B - Business Requirements; C - Total cost of ownership).
Questions regarding the RFP document and response template should be directed to:
Contact: Inayatullah Naseebi
Address: House No # 21, Main Street Shahr-e-Naw Shaheed Square, PD 10, Kabul
Email: inayatullah.naseebi@finca.af
Mobile: +93791153869
19
ALL MATERIAL IN THIS DOCUMENT IS CONFIDENTIAL AND PROPRIETARY TO FINCA AFGHANISTAN AND
MAY NOT BE USED BY ANY (PARTY OR PERSON) FOR ANY REASON OTHER THAN TO SUBMIT AN
INFORMATIONAL RESPONSE TO FINCA AFGHANISTAN.
The End.
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